Last updated: September 10, 2026
We want you to understand the conditions that apply to returns and refunds before purchasing from LUMICHESTPET.COM.
1. Seven-Day Return Window
You may request a return within 7 calendar days after the date your order is delivered. To start a return, email info@lumichestpet.com within that period and include your order number and reason for the request.
Do not send a product back before receiving return instructions and the authorized return address from us. Unauthorized returns may be delayed or refused.
2. Return Eligibility
To qualify for a return, the product must be:
- unused;
- unopened;
- in its original packaging; and
- returned with all included items, labels, seals, accessories, and proof of purchase.
Because pet grooming and personal-care products may present hygiene and contamination concerns, opened, used, altered, or partially consumed products are not eligible for return unless they arrived damaged, defective, or incorrect, or return is otherwise required by law.
We reserve the right to reject a return that does not meet these requirements.
3. Non-Defective Returns
For an eligible return based on preference, change of mind, ordering error, or another reason unrelated to product damage, defect, or fulfillment error:
- the customer is responsible for return shipping costs;
- original shipping charges are non-refundable; and
- a 20% handling fee will be deducted from the refund.
The 20% handling fee is calculated only on the merchandise price of the returned item(s). It is not calculated on taxes or original shipping charges.
4. Damaged, Defective, or Incorrect Products
If a product arrives damaged, is defective, or is different from what you ordered, contact info@lumichestpet.com within 7 calendar days after delivery. Include:
- your order number;
- a description of the issue; and
- clear photographs or video showing the product, packaging, shipping label, and issue.
After verification, LUMICHESTPET.COM will cover the reasonable costs of the approved resolution. Depending on the circumstances and product availability, we may provide a replacement, refund, or other legally required remedy. For an approved refund involving a damaged, defective, or incorrect product, the 20% handling fee will not apply, and the original shipping charge attributable to the affected product will be refunded.
Do not discard the product or packaging until we confirm that it is no longer needed for review or a carrier claim.
5. Return Shipping
For non-defective returns, you are responsible for selecting a trackable shipping method and retaining proof of shipment. We are not responsible for a return lost or damaged before it reaches the authorized return location.
For a verified damaged, defective, or incorrect product, we will provide return or disposal instructions and, where a return is required, either a prepaid return label or reimbursement for reasonable approved return shipping costs.
The return location may differ from the address shown elsewhere on the Site. Returns sent to an address not authorized by us may not be accepted.
6. Inspection and Refund Timing
Once an authorized return is received, we will inspect it. If approved, we will process the refund to the original payment method within 5–10 business days. Your bank, card issuer, or other financial institution may require an additional 3–10 business days to post the credit.
We will notify you if the return is rejected or if a deduction applies. Shipping charges, fees, discounts, and taxes will be handled according to this Policy and applicable law.
7. Order Cancellations
You may request cancellation before the order ships by emailing info@lumichestpet.com. We cannot guarantee cancellation because orders may enter processing quickly. Once an order has shipped, it cannot be canceled and must follow this Return & Refund Policy.
If a cancellation is confirmed before shipment, we will refund the canceled amount to the original payment method. We do not charge a cancellation fee for an order successfully canceled before shipment.
8. Exchanges
We do not offer direct exchanges. You may return an eligible product in accordance with this Policy and place a new order for the desired product.
9. Non-Returnable Items
The following are not returnable except where required by law or where they arrived damaged, defective, or incorrect:
- opened or used grooming or personal-care products;
- products without original packaging, seals, labels, or included items;
- gift cards;
- final-sale or clearance products identified as non-returnable;
- personalized or customized products; and
- free gifts or promotional items.
10. Lost or Stolen Packages
If tracking shows an unusual delay, loss, or delivery but you cannot locate the package, contact us at info@lumichestpet.com within 7 calendar days of the expected or recorded delivery date. Also check with household members, neighbors, the carrier, and the delivery location. We will assist with a carrier investigation and, where the carrier confirms loss or misdelivery, provide an appropriate replacement or refund subject to applicable law.
11. Consumer Rights
This Policy does not limit any non-waivable rights or remedies available under applicable consumer-protection law. If applicable law requires a different remedy, timeframe, or allocation of costs, applicable law will control.
12. Contact
To request a return or report an order problem:
Email: info@lumichestpet.com
Response time: within 24 hours
Return address: Contact us first for the authorized return address.